Affordable Granite & Cabinetry Outlet
Newburgh, NY 12550
Depending on whether it's a small flooring order, a complete custom kitchen complete with cabinetry, countertops, and flooring, or anything in between.
3D Rendering, Cabinet Installation, Cabinet Sales, Custom Bathroom Vanities, Custom Cabinets, Custom Home Bars, Custom Kitchen Cabinets, Vanity Installation, Kitchen Design & Remodeling Services, Custom Countertops, Bathroom Design & Remodeling
Arlington, Balmville, Beacon, Beaverdam Lake-Salisbury Mills, Brinckerhoff, Chelsea, Clintondale, Cold Spring, Cornwall, Cornwall On Hudson, Cornwall-on-Hudson, Crown Heights, Firthcliffe, Fishkill, Gardiner, Gardnertown, Glenham, Hughsonville, Marlboro, Maybrook, Milton, Modena, Montgomery, Mountainville, Myers Corner, Nelsonville, New Windsor, Newburgh, Orange Lake, Plattekill, Red Oaks Mill, Rock Tavern, Salisbury Mills, Spackenkill, Titusville, Vails Gate, Walden, Wallkill, Wappingers Falls, Washingtonville, West Point, Pawling, Philipstown, New Paltz, Fairfield, Middletown, Goshen, Danbury
BBB Accredited Business, A+ Rating
You are absolutely correct in some of what you wrote, but please allow us to fill in some of the information left out on your review; not because we feel it was your intention, but so that you understand what was going on at the time.
During that time, we were already in the middle of a massive move to our bigger, better location by the end of the year while still servicing our customers. Our goal is and always has been 100% customer satisfaction, and part of that is by keeping track of everything. We were for the most part successful in doing so during the move, but we’re not 100% infallible, coupled with the chaotic nature of moving and your original sales rep moving away, your project was somehow not transferred over to the list for following up. We are investing quite heavily in new software so that the probability of this ever happening again will be greatly reduced. We are also not planning on moving from our new location anytime soon either!
Getting back to your timeline, once you came in after all the location confusion (we were still working out our bugs with the new phone system and network for the new building) is when the new salesperson was assigned to you. She did stay in contact with you and guided you along the process until you made your final selections in late February. As you were advised during the sales process, the cabinets your ordered are premium American made-to-order, semi-custom cabinets that even during normal times have a 4-6 week lead time. Covid-19 stretched that time another 2-3 weeks. During that time, NYS was shut down and everyone in the company was laid off except for one person. By NYS labor laws, we cannot force anyone to make any phone calls while they are laid off. Even so, your salesperson was still communicating with you through the entire shutdown on her own volition. As far as we show, the only missing item from your cabinet order was one outside corner molding, which we expedited and took care of as soon as it came in 2 weeks later. These items are not stock items and are made to order. This is reasonably quick for a semi-custom made to order cabinetry line. Fortunately, this did not affect the use of your kitchen.
As for the issues with the granite, please understand that we had to close for a month and there were installations already scheduled before, during and after the shutdown. Once we re-opened, in order to install as many countertops in the shortest amount of time, everything had to be reshuffled/rescheduled, and we were also working extra hours so that we would be able to do an extra 1-2 installs a day to catch up, while at the same time trying to keep our crews fresh.
As for the mix-up with the edging, we did offer you the upgraded double ogee edge at no extra charge and did not deliver it. We sincerely apologize for that and would be happy to make that up to you – please do call us to see what we can do to make that up. That was an unfortunate oversight on our part. It was our intention to provide you that edge at no extra charge, but we never updated in the documentation for the shop, so they went ahead and fabricated the ogee edge you had originally picked out and paid for. You also mentioned the color of the stone being darker than you expected; this is the first time I’m hearing about this, but please be assured that those were the exact slabs that were picked out by you in our facility.
On a more positive note, by all accounts, we did hear throughout the installation process that everything came out beautiful and that you were pleased with our installation crews on both the cabinetry and the granite.
I sincerely hope this clears up all your concerns. If you would like to call us to further discuss what we can do to make anything at all up to you, please do not hesitate to call me.
Send us pictures!!!! :)
I'm sorry you had a bad experience, however, we did make a design for you, made some changes after your in-home and in-store consultations per your request, and tried contacting you via telephone and left you a total of 3 voicemails which were never returned. Our salesman even left his personal mobile number for you to call him back at any time. I'm not sure what else we could have done. If you're still interested, please feel free call us at 845-564-0500 during regular business hours, or Ed at his mobile number he left on your voicemail and we would be happy to further discuss your design. I'm anxiously awaiting your phone call.